Hybrid IT Analyst — Desk-side & Remote Support

Arnold & Porter Llp; Denver (CO); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Arnold & Porter Kaye Scholer LLP is seeking two experienced IT Analysts to provide second-level technical support in a hybrid environment for desktops, laptops, mobile devices, printers, and productivity apps. The role emphasizes timely resolution, collaboration with IT teams and vendors, and asset lifecycle management in Denver and Washington, DC.

The IT Analysts will diagnose complex issues, manage onboarding/offboarding, and ensure service levels while supporting hardware procurement and

Qualifications

• Associate degree in Information Technology or related field, or equivalent combination of education and experience.
• Minimum of five years of hands-on desktop support experience in a professional services or fast-paced environment.
• Certifications such as CompTIA A+ or Microsoft endpoint management certifications preferred.
• Familiarity with law firm technology, applications, and workflows preferred.
• Strong working knowledge of Windows OS and Microsoft 365 apps (Outlook, Word, Excel, PowerPoint).
• Experience with remote support tools (BeyondTrust); ITSM platforms (ServiceNow); and endpoint management tools (SCCM).
• Experience supporting Adobe Acrobat, Nuance PDF, iManage, and other common legal industry applications.
• Ability to support iOS/Android devices, IP phones, VPN connectivity, and cross-platform wireless connectivity.

Responsibilities

• Provide responsive, user-focused hardware and software support in a hybrid work environment.
• Serve as a second-level escalation point for Help Desk issues, ensuring SLAs and high user satisfaction.
• Deliver deskside and remote support for desktops, laptops, printers, phones, mobile devices, docking stations, and peripherals.
• Image, configure, deploy, and maintain technology equipment; install approved software and perform routine maintenance.
• Partner with Applications, Networking, Systems, and other IT teams, and external vendors to troubleshoot advanced issues.
• Maintain accurate incident documentation and asset inventory using ITSM and asset management tools.
• Support onboarding and offboarding activities, including equipment setup and lifecycle management.
• Monitor tickets and service requests, ensuring timely follow-up and resolution.
• Assist with hardware procurement, deployment, and inventory management.
• Participate in technology-related projects and continuous improvement initiatives.

Skills

Desktop support

Customer service

Communication

Hybrid work experience

Education

Associate degree in IT or related field

Tools

BeyondTrust

ServiceNow

SCCM

iManage

Adobe Acrobat

Job description

Arnold & Porter Kaye Scholer LLP is seeking two experienced IT Analysts to provide second-level technical support in a hybrid environment for desktops, laptops, mobile devices, printers, and productivity apps. The role emphasizes timely resolution, collaboration with IT teams and vendors, and asset lifecycle management in Denver and Washington, DC.

The IT Analysts will diagnose complex issues, manage onboarding/offboarding, and ensure service levels while supporting hardware procurement and